Shipping & Returns Policy

Forom ships to the mainland USA & Canada (For Canada: please request a shipping quote before placing your order, we will provide a custom quote)

Most items are in stock and ship within 1-5 business days. Items can become unavailable or out of stock. If the item is currently unavailable, we will contact you within 24hrs to advise you on your specific order lead-time.

Inside delivery and white glove services are also available at the customers expense.

DETAILED SHIPPING TERMS

How much does shipping cost?

Shipping fees depend on the items purchased and your location. All accessories (rugs, lighting, tableware, etc.) ship free for over $75 order!
However, all furniture items do incur a surcharge. You can see the total fee by heading to the checkout page or request a custom quote.

Do you ship internationally?

We ship within the continental US using a variety of parcel and freight carriers. Some items can ship worldwide, but please request a shipping quote before placing your order, we will provide an international custom quote.

 

When will I get my package?

Lead times vary by product. Our products ship from multiple warehouse locations around the country and some of our products are made-to-order.

If you’ve already made a purchase, you’ll find an “Estimated Ship Date” for each product on your order receipt. Please note that this date range is an estimate for when your order is expected to leave our warehouse (please allow up to 4-10 additional business days for delivery to your residence).

If the estimated ship range has passed and you still haven’t received tracking information for your order, please feel free to contact us at orders@forom.co

If you haven’t yet placed your order, but want to know how long a specific product will take a ship, you can find a product’s “Estimated Ship Date” on its product page, after making a selection.

I purchased several items, but only received one. Where is the rest of my order?

If you ordered multiple items, it’s possible that they’ll arrive at different times and in separate packages. Our products ship from several different warehouse locations from around the country.

Please check the “Estimated Ship Date” for each product, as listed on your order receipt. As your items ship, you’ll receive tracking info for each package via email.

How can I track my order?

As your items ship, you’ll receive an email notification with tracking info for each package.

Do you offer expedited shipping?

Unfortunately, we do not offer an expedited shipping option at checkout. However, we may be able to accommodate certain expedited requests. Email us at orders@forom.co and let us know which product(s) and your deadline. (Please note that most expedited requests may incur a surcharge.)

 

FURNITURE DELIVERY

How will my furniture ship?

The delivery method will depend on the size of the item. If the product is small enough, it will ship parcel via UPS or FedEx. However, for larger items like sofas, we'll have to arrange delivery with one of our trusted freight carriers (the shipping method will be noted in the shopping cart). 

All items that ship freight include White Glove Service, which includes the following:

This premium service provides in-home, room-of-choice delivery as well as removal of all packaging materials.

    • Appointment Scheduling: At least 48 hours prior to delivery, one of our carrier partners will call you directly to schedule a delivery date and 2-4 hour ship window.
    • Delivery to: A room of your choice inside your home.
    • Signature Required: Yes
    • Room of Choice: Yes
    • Packaging Removal Included: Yes
    • Assembly Service Included: Light assembly, if required.

    When will my furniture arrive?

    We strive for timely, efficient delivery on all items, but please refer to the individual product pages for projected lead times. Many of the furniture pieces on our site are made-to-order, and are not available for immediate delivery. If you’re in need of a product sooner than our messaged lead time, please email us at orders@forom.co and we will try our best to accommodate your request.

    Each product has an estimated shipping lead time on its individual product page. When your order ships, you will receive an email from us with specific carrier and tracking information. If your order ships via a freight company or includes White Glove service, the carrier will contact you directly to schedule your delivery.

    If you have questions or need more information, please don’t hesitate to email us at orders@forom.co.

     

    Do you deliver on the weekends?

    In most cases, weekend deliveries are not available; however, we may be able to accommodate some weekend delivery requests depending on the item purchased and your location.

    Feel free to reach out to us at orders@forom.co to inquire prior to making the purchase.

     

    How do I pick a delivery date?

    Once your order is ready for shipment, you’ll receive an email notification with a specific carrier and tracking information. Many of our large furniture pieces will deliver via a local freight carrier. In these instances, the carrier will contact you directly to schedule a delivery. The delivery window is generally 2-4 hours, but may vary depending on your location. Delivery appointments are available M-F, 8am-6pm. Weekend delivery is not available. Please email us at orders@forom.co if you have issues with these time windows and we will try our best to accommodate.

     

    Is there anything I need to prepare for delivery?

    Measure for fit: When ordering furniture, we ask that you please confirm that the item will fit within your residence, especially if you have narrow doorways or small elevators. Measure any doorways, passageways, elevators and stairways prior to purchase.

    Please note: Our standard return policies (typically non-refundable for furniture) apply, even for undeliverable items because of fit constraints. Our delivery providers cannot make any modifications to your home or to the purchased product.

    Clear an open path for delivery: Please check that the path to your furniture’s final placement is clear and accessible, including doorways, hallways and stairs. This will not only make delivery go quicker, but also ensure there are no damages incurred during delivery.

    Additionally, please let us know if you have challenging roads, driveways or other access points that would be difficult for our trucks to navigate.

    Pre-Delivery Questionnaire: Prior to delivery, a member from our team will reach out via email with a short pre-delivery questionnaire. The purpose of the questionnaire is to identify whether or not your building has any special delivery requirements (proof of insurance, limited delivery hours, etc.) Please note that a delivery cannot be scheduled prior to receiving a completed questionnaire and any related paperwork.

     

    Can you deliver to remote locations?

    We’re here to help deliver your items as quickly and easily as possible. If you are located in a remote address, please contact orders@forom.co before purchasing. There may be unique delivery surcharge for your address if it is not easily accessible by our delivery team. Unfortunately, we are unable to deliver furniture to Alaska, Hawaii, US territories or PO Boxes.

     

    RETURNS & DAMAGES

    What is your return policy?

    Refund policies vary by product, as messaged on each individual product page and on your order receipt.

    Items marked “refundable” can be returned (in their original, undamaged condition) within 30 days of delivery. If you choose a return for store credit, return shipping is free!

    If you would like a return to your original form of payment, we charge a restocking fee equal to 15% of the item’s full retail price before discounts or promotions.

    In either case, we do not reimburse for the original cost of shipping.

    To initiate a return, please email us at returns@forom.co, and we will reach out to you with next steps upon completion.

    DETAILED RETURN POLICY

    We stand behind our products 100%. We work with some of the best factories in the world, as well as select partners we believe to be unique in the marketplace. We’re confident that the design details, quality and safety of our merchandise will meet, if not exceed, your expectations. We care about your satisfaction and our Customer Care and Store Teams are always here to help.

     We hope you love your selections as much as we loved designing them. If you're not completely satisfied with your purchase, we’ll gladly offer you an exchange or refund for most of our merchandise within 30 days from receipt of product or purchase from a store, and 60 days from purchase for bedding. Proof of purchase is required for a refund. 

    Forom does not accept returns on the following items: custom upholstery, custom cushions, floor model furniture, fabric swatches, fabric yardage, paint, open wallpaper, wallpaper swatches, custom orders, final sale items.

    All bedding purchases include free domestic ground shipping and free return shipping. To request a free return shipping label, please contact us at customercare@serenaandlily.com or call us M-F 10am-6pm PT: Toll free: (844) 994-2094. Not applicable to international orders.

    Returns are refunded in the original payment form for the merchandise price, less shipping and handling.

     Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Return shipping charges may apply. Taxes charged are refunded in accordance with state and local laws. Returns sent via USPS that arrive with postage due will be returned to sender.

     To return an item, please call customer care M-F 10am-6pm PT: Toll free: (844) 994-2094 for assistance. To return an item, you must return in the original box, or a box adequate for return via Fedex.

     

    CUSTOM PRODUCT

    Custom product and COM are made to order especially for you and may not be returned or cancelled. Custom product include upholstered furniture, custom cushions and COM.

    FINAL SALE & CLEARANCE ITEMS

    Final Sale and Clearance items are not returnable or exchangeable except for manufacturing defect. These items are identified by .99 endings in price.

    OUTLET MERCHANDISE

    The items at our Outlets are discounted from our regular retail prices, updated weekly, and include discontinued, as well as production samples and favorite pieces used on photo shoots. Prices are as marked and take into consideration any dings, dents, or scratches. Online and in-store promotions do not apply. All discounted items are sold “as-is” without warranty and are not eligible for return..

    DAMAGED PRODUCT

    Furniture is carefully inspected prior to shipment, and we ask that you inspect your pieces immediately upon receipt. Any damage should be reported within 24hrs of the carrier delivery date showing from the shipment tracking number.

    For items received via White Glove Delivery, your signature is required at the time of delivery. If a defect is discovered, please contact our Customer Care team at returns@forom.co . Our Customer Care team is available Monday through Friday from 8 am to 6:30 pm (PT), and Saturday from 10 am to 2 pm (PT).

    Furniture that is refused due to size will be exchanged for merchandise or store credit only. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.

    Please note that a restocking fee of up to 25% of the product price may be charged. Additionally, no furniture returns are accepted in store.

    CANCELLATIONS

     Custom orders may not be canceled. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center. 

    When you submit your order online, it is instantly entered into our database, your order confirmation email is sent, and your payment is verified by our system. Within an hour or so, your order is transmitted to our fulfillment centers and can no longer be modified in any way.

     We hope that in most cases this expedited order process works to your advantage; however we recognize that it can make it difficult to cancel or modify your order.

    In some cases, it is possible to cancel backordered items on your order, since they are not scheduled for immediate shipment. To speak with our Customer Care team to inquire about canceling or changing an order that's already been placed, please contact our Customer Care team at returns@forom.co . Our Customer Care team is available Monday through Friday from 8 am to 6:30 pm (PT), and Saturday from 10 am to 2 pm (PT)., and are closed on Sundays.

    QUESTIONS

    Contact our Customer Care team at returns@forom.co . Our Customer Care team is available Monday through Friday from 8 am to 6:30 pm (PT), and Saturday from 10 am to 2 pm (PT).

    I would like to return my purchase. What should I do?

    Before initiating a return, please refer to your order receipt to confirm whether or not your product is eligible for return (Please note that return eligibility varies by product, and is messaged in the product description, cart and order receipt).

    If your item is marked “Refundable,” please email us at returns@forom.co within 14-days of delivery.

    A service agent will process your request within 48 hrs and follow-up with instructions for completing the return.

    How long will it take for my return to process?

    We try our absolute best to respond to return inquiries within 1 business day (please allow additional time during the busy holiday season). Once we have received your email, a member of our team will review the request and reply within 2 business days. He/she will respond with a pre-paid shipping label and instructions for the return. Reimbursements will only be made once the product has arrived back to our facilities, in its original box and condition.

    Can I change or cancel my order?

    Generally, we can process a cancellation for your order within 24 hours of purchase, pending that the product has not already shipped. Please contact us at orders@forom.co with your cancellation request. If your order has already shipped, our standard return policies apply. Beyond 24 hours, we cannot honor any cancellation requests.

    My order arrived broken. What should I do? 

    • For Parcel Packages (those that ship via USPS, UPS, FedEx or DHL):
      If the shipping carton is visibly damaged from the outside, we ask that you refuse delivery with the shipping provider and fill out our returns@forom.co. Upon approval of the damage claim, we’ll make arrangements for the removal of the damaged item, and if necessary, provide a replacement. We suggest you always be present for delivery. We are not liable for any damages should you elect to waive the signature requirement with the shipping carrier.
    • For Freight Deliveries (Large Furniture Items):
      For any deliveries via a freight carrier (Curbside, Standard, White Glove, etc.), we ask that you please open and inspect all packages prior to signing for the package with the delivery carrier. (In most cases, a signature is confirmation that the product arrived in acceptable condition, waiving rights to a damage claim). If you notice a damage after signing for the package, please fill email us immediately at returns@forom.co . Please allow 48 hours for our customer service team to process your request and send you an email.

    I think my package may be lost or stolen…

    We require signatures on packages valued above $200. In the event your item was lost, stolen, or misdelivered, please email us at orders@forom.co within two days of the projected delivery date.

    It is not our policy to replace lost or stolen packages. We suggest you always have packages delivered to a secure location where someone will be able to receive the goods (office building, doorman building, etc.). Please note, we are not liable for items that have been misdelivered if you choose to waive the signature requirement with the carrier. We always recommend being present for delivery and inspecting packages before signing.

    Alaska and Hawaii

    We do not offer Free Shipping on orders being shipped to Alaska and Hawaii. Orders shipped to these states will have a $35 shipping surcharge. Individual orders will be assessed at time of order placement and should they require additional charges or shipping surcharge refunds we will be in contact with you prior to filling your order.

    Should you have any questions regarding our shipping policy, please use the contact us form or call us.